Our fundraising complaint procedure is designed to ensure that your complaint is properly investigated and given careful and fair consideration. Stage 1 - Contact us with your complaintIf you have a complaint regarding our fundraising activities, please contact us.To make a stage one complaint to us, you can:Email supporter@ed.ac.uk Phone +44 (0)131 650 2240Write to Supporter Engagement Team, Development and Alumni, Charles Stewart House, 9-16 Chambers Street, Edinburgh, EH1 1 HTWe will try to resolve your complaint right away, however, some complaints will require further investigation before a full response can be made and we will keep you informed of progress.Stage 2 - Escalate your complaint to our trusteesIf you are not satisfied with how we have dealt with your complaint at stage one, you can contact our Vice Principal Philanthropy and Advancement, who will liaise with our Board of Trustees if necessary.To make a stage two complaint to us, you can:Email chris.cox@ed.ac.ukPhone +44 (0)131 650 2240Write to Vice Principal Philanthropy and Advancement, Development and Alumni, Charles Stewart House, 9-16 Chambers Street, Edinburgh, EH1 1 HTWe will acknowledge your stage two complaint within five working days of receipt.We will provide a full response within 20 working days of the acknowledgement being sent. If this is not possible, we will advise you when you are likely to get a response.Stage 3 - Complain to the Scottish Fundraising Standards PanelIf you remain unsatisfied by our complaint response at stages one and two, you have the right to refer your complaint to the Scottish Fundraising Standards Panel.Make a complaint to the Scottish Fundraising Standards Panel (external link)Complaints not related to fundraising If your complaint is not related to our fundraising activities, please follow the University of Edinburgh's complaint handling procedure.All types of complaints we receive are logged centrally and reported on quarterly, with a view to identifying how we can learn any lessons and improve the way we engage with our alumni, donors, and current and potential supporters.University complaint handling procedure This article was published on 2024-10-29
